2016 Speakers

Erik Varwijk

Executive Vice President Commercial,Virgin Atlantic Airways

Mr. Erik F. Varwijk has been Executive Vice-President of Commercial at Virgin Atlantic Ltd. since June 15, 2015 and is responsible for leading all commercial teams across the business. Mr. Varwijk served as Managing Director of KLM Royal Dutch Airlines until March 1, 2015 and served as its Member of Board of Managing Directors since July 1, 2011until March 1, 2015. Mr. Varwijk served as Executive Vice-President of Cargo at Air France-KLM SA since July 1, 2013 until March 1, 2015. Mr. Varwijk served as Executive Vice President of International & The Netherlands and Managing Director of KLM at Air France-KLM. Mr. Varwijk served as an Executive Vice President of Commercial for KLM Royal Dutch Airlines. Mr. Varwijk served as an Executive Vice President of Commercial Passenger Business of KLM and Executive Vice President of International and The Netherlands of the Air France-KLM Group at Air France-KLM. Mr. Varwijk served as Senior Vice-President of International Marketing of KLM and Senior Vice-President of International Marketing of Air France-KLM Group for Air France-KLM. He graduated with Business Economics from Vrije Universiteit Amsterdam.

Neil Dodd

Associate Director Mobile,Compare the Market

Neil has developed, designed and managed digital experiences for over 20 years.
After a few years running Aberystwyth University’s website, in 1999 Neil joined the then relatively unknown Amazon.co.uk, as one of the first members of the development team, ultimately becoming the Head of European Retail Customer Experience. In 2006 he began working for another small start-up, Skype, as Experience Manager for the Skype for Windows client.

More recently, Neil worked at Shazam before joining Wonga.com, setting up their first User Experience team.

In 2015, Neil moved to the countryside to work for comparethemarket.com. As Associate Director of Mobile Experiences, he applies his passion for user-centred design to the strategy and delivery of their mobile apps, including the popular ‘MEERKAT MOVIES’ app.

Josh Pert

Director of Digital Capability,BT

Josh is a Senior Customer Experience leader and digital technologist with 20 years’ varied experience delivering digital transformation programmes in retail, telecoms, FMCG and media. He has led omnichannel technology and customer experience transformation projects for FTSE100 companies including BT, Pearson, Sainsbury’s and Unilever and is passionate about customer experience and transformational application of technology to create new opportunities across customer experience, commercial and technology disciplines. Josh track record of delivering multi/omnichannel and pure play digital initiatives, new service roll out, business transformation and organizational/operational change.

Nikolina Glamoclija

Nikolina is a digital professional with 20 years’ experience developing and growing global digital B2B and B2C data and insight driven business propositions through product management, commercial improvement programmes and strategic framework development.

She started her international career rotating through a number of customer facing positions - customer service, client training and sales - where she gained a passion for putting customers first and providing excellence in customer experience.

Nikolina developed an interest in the dynamics of the digital world early on, and has, ever since, built successful consumer and enterprise propositions from scratch, including the Reuters personal finance and news website. She also implemented a Thomson Reuters knowledge management program supporting call centre business transformation across 6 continents, driven Reuters Customer Zone experience, and championed convergence in service and product experience through the provision of contextual help within Thomson Reuters financial desktop products.

In Vodafone Group Digital, Nikolina has been driving global digital service excellence and social media strategy across 21 Vodafone markets over last four years. Her recent work on improving Help and support journeys on the Vodafone consumer Web, Mobile and App, furthermore improved My Vodafone and Vodafone Communities experience is already generating commercial value.

Nikolina continues to progress her passion for excellence in customer experience with digital at the forefront, in her new role in Skype where her main task is to modernise digital customer support experience for 600 million Skype consumers worldwide.

Mariana Machado

Customer Behaviour Director,Accor

Mariana is responsible for the Customer Behavior Strategy for Accor Group worldwide. Her main responsibility is to identify and collect customer data, to analyze, study and understand the customer behavior throughtout its journey to develop, provide, and recommend marketing actions plans according to the new customer centric strategy.

Heloise Ardley

Technology Strategy Director,Taylor & Francis, an Informa Company

With a background in Publishing, Heloise started her career at Penguin Books managing the very first eBook programme. She then moved to Pearson where she led Digital Operations globally, managing the relationship with key partners such as Apple and Amazon and developing Digital Supply chain best practices.

She then set up and led the Customer experience programme, implementing key Customer satisfaction metrics to rationalise the portfolio and ensure that customer feedback was a key part of product development.

She has recently joined Taylor&Francis, as Technology Strategy director.

Peter Fisher

Former Interim Customer Experience Manager,Premium Credit

Peter’s early career was in sales and marketing for major blue chip organisations including Bass plc; Kraft Foods; Mitsubishi; NatWest; AA Insurance and Centrica before progressing into general management. For the last 10 years Peter has been working as a consultant and interim manager helping organisations improve their overall customer experience and improving their customer contact strategies via digital transformation. Projects have been completed at Parcelforce Worldwide; RSA Insurance; Collect Plus; Marston Financial Services; Yodel; City Link; JLT Insurance; and Premium Credit.

Mabel Moya

CRM Leader,Altibox

Mabel Moya is the Head of CRM in Altibox, a telecommunications company based in Stavanger, Norway. Previous to this role, she worked for 10 years in GE Capital and GE Money Bank in Norway as Head of Customer Analytics, CRM and later as Head of Value Proposition Management and Customer Retention. She holds a Computer Science degree from UNIMET in Caracas, Venezuela and an MBA from ESADE Business School in Barcelona, Spain. In 2015, she was named one of the Top 10 International Leaders in Norway, an award that was delivered by His Royal Highness Prince Håkon of Norway.

Erik Sucksdorff

Mr. Erik Sucksdorff is a keen business development professional with 19 years of experience in commercialising innovative technology-based products and services. Erik has helped several companies develop strategies and harness softwarisation and digitalisation, not only to grow their core businesses, but also to challenge prevailing industry landscapes and launch completely new lines of business.
Mr. Sucksdorff has been instrumental in the establishment of several companies, joint-ventures and partnerships, including the software Tier-1 between Audi and Elektrobit, where he served as a Board Member. Mr. Sucksdorff has also launched award-winning software products and services, lately he helped a major telecommunications service provider win the European Identity & Cloud Award for the best B2B project.
In his present role as VP Business Development at GlobalSign, Mr. Sucksdorff has helped several large service providers digitalize their business processes and to take part in the identity economy in finance, telecoms, energy, engineering, construction, retail, healthcare. Mr Suckdorff will show how companies have put digital identities at the core of their strategies to sustain competitive advantage, dramatically improve customer satisfaction, economize customer care and successfully enter entirely new business areas.
Throughout his career Mr. Sucksdorff has taken a special interest in omni and multi-modal delivery channels, proposing that also authentication will go mobile. Going forward, Mr. Sucksdorff is inviting companies from many different industries to explore and collaborate on the use of digital identities to accelerate growth of IoT and IoE ecosystems.
Erik Sucksdorff holds a master’s degree from Aalto University in industrial management and majoring in business strategy and telecommunications technology. He is also a graduate of the ESC Reims School of Economics and maintains an active interest in the start-up community to stay in touch with innovative technologies and agile business models.

Dan Moross

Director of Customer Experience,Moo.com

Dan Moross is Director of Customer Experience at moo.com - an online print provider, making it simple for companies of all sizes to create beautiful, expertly crafted business stationery and promotional materials that’ll help start conversations, open doors and strengthen relationships. Since joining MOO as their first customer service agent, Dan has built a highly engaged team of over 70 support specialists across two locations (London and Rhode Island, USA).
Dan's principal responsibility is to ensure customers are delighted with their entire MOO experience - from creating their personalised products online through to the final package they receive. Armed with the MOO Promise, which is aligned with the company's overarching brand values, it's clear that MOO understands how important it is to have a customer focused team that sits at the heart of the company, committed to helping customers along their journey.
"We'd like customers to be satisfied of course, but we'd prefer it if they were absolutely thrilled with our products and services. We’ll move heaven and earth to make sure customers get exactly what they want, when they want it - or their money back" - The MOO Promise

Carol Bueherns

Customer Experience Strategist,ICW Group

Carol Buehrens is the Head Customer Experience Strategist for ICW Group, where her focus is to provide exceptional insurance experiences to customers, including agents, policyholders, and caring resolution for injured parties. Ms. Buehrens is also a Professor of Strategy and Innovation at Rutgers University, Speaker and Author of the best-selling Customer Experience Book, “Happy R.A.V.I.N.G. Customers!” (Amazon http://amzn.com/099102740X, Kindle: https://amzn.com/B00IWD1BU0).

For over 30 years, Ms. Buehrens has focused on constructing extraordinary experiences for major companies, including Liberty Mutual, Northrop, McDonnell-Douglas, Bechtel, Mercury Marine and General Electric. Her passion has earned her numerous awards, including the international Customer Experience Professionals Association “CX Innovation Award”, ICW Group CEO Award, and Liberty Mutual Star Award. As a Leadership Board Member at Rutgers University, she designed the first University-backed Customer Experience Certificate Program. She is also Adjunct Professor at California State University Fullerton and University of California San Diego, and a CXPA Founding Member and Expert Panelist.

“I hope everyone comes to the pre-conference Customer Experience Journey Mapping session ready to roll up their sleeves and lean in to the process. This is an immersive workshop that will cover customer personas, touchpoint mapping, empathy, engagement, and customer-focused design innovation. We won’t be able to complete everything in this fast-paced session, but you will get a taste of this approach and the impact it can have on your organization. Then, be sure to swing by for my presentation on Driving Touch-point Innovations on Day 3, where I will discuss why CX isn’t just a state of mind – it’s the state of your organization and how touchpoints innovation is actually an engagement strategy.”

Martin Dowson

Board Member,CXPA UK

Commercially focussed senior Certified Customer Experience Professional (CCXP) who has worked across a range of industries and challenges. Strong focus on creating customer centred organisations and passionate belief in the profitability of meaningful customer experiences. I believe that putting the customer at the heart of your organisation will deliver both immediate improvements and sustainable long-term benefits. I have seen throughout my career that you can not silo CX work into one ‘creative corner’ of your company or think of it as a bolt on to the latest new project your are delivering. My experience combines a strong background in User Centred Design methodologies with organisational design and capability building experience. I am comfortable with the CEO and the junior analyst and believe that you must work with both to achieve your aims. I’m interested in working with management teams & helping organisations who are passionate about • Creating meaningful and profitable customer experiences • The journey towards a customer centred organisation • Understanding and measuring their customer experience I work across the core CX Competencies • Customer Experience Strategy • Experience Design, Improvement, and Innovation • Customer-Centric Culture • Organisational Adoption and Accountability • Voice of the Customer, Customer Insight, and Understanding • Metrics, Measurement, and ROI Specialties: Customer Experience, Customer Strategy, Customer Led Business, Design Thinking, Customer Journey Mapping, Voice of Customer, CX Metrics and Measurement, Customer Insight, Embedding Organisational Change, Service Design, Proposition Development, User Experience, Information Architecture, Customer Experience Design, Creative Design, Executive Coach, Climate Change, Sustainable Business

Sergio Nuvan

Global Head of Cutomer Experience Multinationals,Telefonica

During the last four years, Sergio has been leading the Telefonica Business Solutions’ Customer Experience Unit for Multinational Customers from the UK. This initiative was launched for the first time in 2012, with the ambition of deliver a homogeneous world class Customer Experience to our MNCs worldwide with the challenge of changing the organization’s culture into a customer oriented driving company.

Before joining TBS he worked as responsible for MNCs Commercial Development and Sales Operations in LatAm region for Multinationals at Telefonica International (TISA) based in Madrid.

In 1999 He began his career at Telefonica's group, starting in Telefonica Data Colombia where he was involved in different areas such as Corporate Reporting, Strategic Planning, Finance, Customer Care, Sales and Technical Support.

He obtained his EMBA degree from the IESE Business School at the University of Navarra (Madrid-Spain) + INALDE Business School (Bogota-Colombia) 2007, a PID Diploma from the EDIME at the La Sabana University (Bogota-Colombia) and a Bachelor’s degree in Business Management from La Salle University (Bogota-Colombia) 2004.

Nicholas Michel

Research & Customer Experience Senior Analyst,Precision Dialogue

Nicholas Michel is a Research & Customer Experience Senior Analyst at Precision Dialogue. In this role he is responsible for the execution of research and user experience projects that create unique UX plans for clients to address their goals and advocate for their customers.

At Precision Dialogue, Nicholas has led over 150 projects for global brands such as Este Lauder, GM, Four Seasons and more, across industries including retail, financial services, healthcare and utilities. In this role Nick has facilitated hundreds of usability testing sessions, led interaction design projects for Fortune 100 companies and led all research activities for major site redesigns for multiple Fortune 1000 companies. These efforts have led to online conversion increases of greater than 25% and ROI increases up to 185% for specific engagements. He is also the foremost expert at PD in eye tracking and emotional testing (using EEG technology).

Nicholas graduated Summa Cum Laude Kent State University with an Advanced Bachelors of Business in Managerial Marketing, is a member of the User Experience Professionals Association (UXPA) and is certified in User Experience by the Nielsen Norman Group.

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